PEOPLESOFT - CRM

PeopleSoft CRM

Front-end Tool (Tools to develop the application)PeopleToolsBrio Reports, Crystal Reports, COBOL/SQL (Third Party Tool)Functional Modules

MarketingOnline Marketing
Site MarketingTelemarketing
SalesMobile Sales
SupportHelpDesk
HelpDesk for Human ResourcesFieldService
Mobile FieldServiceOrder Capture
Order Capture Self ServiceQuality Management
Multichannel InteractionsAdvisor
ConfiguratorCRM Portal Pack
CRM WarehouseCTI Integration
Customer Behavior ModelingCustomer Scorecard
Enterprise Warehouse

Industry Solutions

CommunicationsEnergy
Financial ServicesGovernment
CRM for High TechnologyCRM for Insurance

PeopleSoft Internet Architecture

PIA is a server-centric architecture

PIA Architecture

Web Browser

End users and administrators access PeopleSoft applications and administrative tools on a browser. The system sends pure HTML to a supported browser interface. Most processing occurs on the server levelPeopleSoft supports the PeopleTools Development Environment in Windows, which is intended for applications developers and system administrators who need access to PeopleTools. These users require workstations running WindowsThe browser uses the HTTP protocol. The browser sends requests to the Web server, which forwards the request to the application server. A servlet installed on the Web server facilities all browser connections.The browser does not download any applets to complete a transaction. The application server sends only the following to the browser:HTMLJavaScriptCookiesWith the browser processing only the items in the previous list, the result is a lightweight deployment of PeopleSoft applications that does not burden the client workstation with unnecessary processing responsibility.

Web Server

Password Authentication

Sessions States maintained

Handle Encryption

Servlet Engine

A Java-enabled Web server is required to support browser transaction requests and the application messaging technology.On the web server a collection of PeopleSoft Java servlets designed to handle a wide range of PeopleSoft transactions needs to be installed.The following list presents the software that runs on the PIA Web serverWeb Services (Weblogic & Websphere)Servlet Engine Java Servlets PeopleSoft Servlets

The following list contains the PeopleSoft servlets that reside on the Web server

Portal Servlet

It manages search, content management, and homepage personalization

Integration Gateway Servlet

Messaging Gateway servlet transmits publish/subscribe messages between message nodes

Report Repository Servlet

Retrieves the report output in the Report Repository and serves it to the browser

Transactions

PeopleSoft uses TUXEDO to manage database transactions, and Jolt, TUXEDO's counterpart, to facilitate transaction requests issued from the Internet. The browsers do not connect directly to the application server. Instead they send HTTP requests to the Portal Servlet running on the Web server that translates the HTTP request into a Jolt request that is sent to a specified Jolt port. Then the application server itself, leveraging Tuxedo, runs the appropriate SQL against the database.Jolt is a companion product that must coexist with Tuxedo on the same application server machine. Jolt is not a standalone product; it cant function without Tuxedo. Both TUXEDO and Jolt are products of BEA Systems.

Application Server

The application server is the core of the PeopleSoft Internet Architecture;It executes business logic and issues SQL to the database server. The application server consists of numerous PeopleSoft services and server processes that handle transaction requests.PS n-Vision & Crystal inputs storedData is temporarily stored (Component buffer)The application server is responsible for maintaining the SQL connection to the database for the browser requests and the PeopleTools Development Environment in Windows.

Application Server

Database Server

The PeopleSoft database is the repository for all information managed by PeopleSoft applications. Not only is application data stored in the database, but the PeopleSoft meta data is also maintained in the databaseThe database server houses database engine and PeopleSoft database, which includes all of the object definitions, system tables, application tables, and data. The database server must be running one of the supported RDBMS/operating system combinations.The relationship between a database server and an application server is a one-to-many model. That is, a single database server can have multiple application servers connecting to it. The database server simultaneously handles the application server connections, Development Environment connections, and batch programs running against it.RDBMS: ORACLE, SQL, DB2, SYBASE, INGRESS

Database Server

Batch Server

The batch server, or batch environment, is where PeopleSoft Process Scheduler installed and configured, and it is the location where many of the batch programs run, such as Application Engine programs. In most situations this is also where COBOL and SQR executables are installedReport Output files are stored

Configuration Options

Physical Application Server Configuration

Logical Application Server Configuration

PIA Architecture

IMPLEMENTATION

Implementation Life Cycle

Analyze the module requirementFit/ Gap AnalysisGap ReportsCost/ Profit Analysis

Functional

Customize the Module

Technical

Set up the Module (Maintaining data in Control Tables & Table Loading Sequence)

Functional

Set up the Security

Technical

Move Date from legacy system to PeopleSoft Database

Functional / Technical

Run the Background SQL Process.Run the Reports

Technical

End User Training

Functional

PEOPLETOOL

TOOL TO DEVELOP THE APPLICATION

PeopleTools

Development Tools

Application DesignerPeople Code (Procedure Language & Object Oriented)Application EngineWorkflowGlobalization (8-9 languages)Integration Tools

Reporting and Analysis Tool

QueryTree ManagerProcess Scheduler ManagerReport ManagerProcess MonitorCube ManagerPS n-vision

Admin Tools

SecurityDefinition SecurityData MoverConfiguration ManagerUtilitiesMass Change

Server Administration

PIAApplication Server

PeopleSoft Application Development

Define Fields

Define Record

Build Tables

Test Application

Define Pages

Define Component

Register Components

Design Application

System Catalog & Application Data Tables

Application Data Tables

PeopleTool Tables

PeopleTool Tables

PeopleTool Tables

PeopleTool Tables

PeopleTool Tables

PeopleTool Tables

Steps in Development

Database Tables

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PeopleTool

Online & Query Tool

Plan Phase

Data Design Phase

User Interface Phase

Test Phase

Application Designer - Definitions

Core Application Definitions

FieldRecordPageComponentMenuSQLStyle SheetHTMLImageProject

Workflow Purpose Definitions

ActivityBusiness ProcessApproval Rule Sheet

Admin & New Packages

Application PackageProblem Type

Integration Definitions

Component InterfaceBusiness InterlinksMessageMessage ChannelFile LayoutMobile PageApplication Engine

Field Definition

Define New Fields.Use multiple labels.Open an existing field definition.View field properties.Change field definitions.Set custom field formats.Use the Translate Table.Configure international format settings.

Record Definition

Create a new record.Open an existing record.Add fields to record definitions.Save records.Name record definitions. (Prefix with PS_)Set record properties.Set record field properties.View record definitions.

Build the Record

Use the Build menu.Create db tables.Create views.Alter tables.Create Triggers.Administer Data

Page Definition

Create new page definitions.Add page controls.Manipulate page controls.Set page field properties for controls.Order and space page controls.Align page controls.View pages in the browser.Access PeopleCode in page definitions

Component Definition

Define components.Specify market-specific components.Set component properties.Define the search record.Select Toolbar Actions

Menu Definition

Create the Menu Definition Work with menu definitions.Set menu item properties.Register the menu

Enable Security

MARKETING

Automate marketing strategies, campaign definitions, and effectiveness measurements for precise campaign roll out and analysis. PeopleSoft Marketing enables marketers to manage the total life cycle of the marketing process in real time through integrated enterprise marketing and analysis functionality. Maximize marketing ROI by offering customers the right products and services at the right prices

Feature List

Optimize every marketing investment through intelligent segment analysis and design, profitable channel contact strategies, and appropriate marketing resource allocation. Maximize every campaign investment by enabling marketers to test, measure, and execute focused campaigns across customer segments that have demonstrated results. Streamline the marketing process through marketing workflow capabilities such as budget, task, and campaign approvals; task creation, allocation, and reminders; and Multichannel campaign design. Utilize real-time campaign analysis to understand campaign performance in mid-stream and make adjustments to campaigns to optimize marketing investments. Coordinate multiple channels and event triggers to automate response actions, such as the ability to continue successful campaigns and stop campaign investments that are not driving results

ONLINE MARKETING

PeopleSoft Online Marketing enables marketers to decrease marketing costs, reallocate funds across their marketing mix, and increase campaign response by leveraging online channels. PeopleSoft Online Marketing coordinates personalized interactions with customers automatically through email, web links, and banner ads. Marketers can design personalized campaign web pages and web surveys as well as targeted follow-up offers that drive customer loyalty and maximize each customer interaction. PeopleSoft Online Marketing enables organizations to develop stronger relationships, generate higher revenue, and lower marketing costs.

Feature List

Drive offers to large audiences inexpensively through personalized, high-volume email campaigns and associated web site content. Execute dialog marketing strategies by automating and scheduling follow-up interactions such as confirmations and targeted offers. Maximize every campaign investment through built-in support to test messages and offers with test cells, control groups, and seed lists. Extend marketing reach by allowing wizard-based import capabilities that appends contact data from other databases to the customer database. Access results in real-time to gain insight on campaign performance, adjust campaign properties (such as offers), and improve campaign effectiveness.Measure key metrics, including emails delivered click-throughs, responses, and lead conversions. Evaluate profile characteristics that correlate to the best responses. Respect customer preferences and protect the organizational brand through the use of opt-in profiles where customers control what communications they receive.

SITE MARKETING

Turn your existing website into a dynamic selling environment with personalized marketing messages and offers with PeopleSoft Site Marketing. You can provide a more targeted relevant experience for your customers as they navigate through your websiteturning your site into a tool that drives business and builds relationships.

Feature List

Optimize web campaign efforts through predefined campaign templates such as cross-sell, upsell, and time-based promotions. Manage the unique web marketing requirements through capabilities such as web campaign staging, access control, and workflow-approval capabilities. Increase offer response and acceptance rates by displaying relevant and targeted offers based on a customers profile or behavior on the site. Measure campaign effectiveness based on impressions and click-through rates. Optimize web site marketing effectiveness quickly by integrating with existing web site or web store infrastructures easily.

TELEMARKETING

PeopleSoft Telemarketing delivers enhanced branch scripting that guides telemarketers through a series of questions and answers that enables telemarketers to recommend the most appropriate products and services based on specific customer needs and requirements for successful, personalized campaign execution. Coordinating the telemarketing and marketing organizations reduces campaign development time and dependency on the IT team, while improving targeting and execution for increased revenues and response rates.

Features List

Increase customer satisfaction and cross-sell acceptance rates by automating customer interaction processes with guided questions and answers, such as relevant offers or next questions. Decrease campaign development time by enabling marketers to design targeted scripts, assign telemarketing teams to specific waves, coordinate approvals, and drive telemarketing execution from their marketer-oriented interface. Improve telemarketing efforts continually through closed-loop, real-time analysis of team and campaign performance.

Integrate PeopleSoft Telemarketing with PeopleSoft Marketing to:

Expand the functionality of your marketing organization. Increase telemarketing efficiency. Improve campaign execution. Empower telemarketing staff for stronger customer relationships. Improve your sales representative's productivity by prequalifying leads.

SALES

Streamline the lead-to-conversion process and move from reactive account management to strategic account management. PeopleSoft Sales provides the core elements you need for lead, opportunity, and account management. With an easy to use interface, your sales force has the ability to personalize the application to suit individual preferences, taking advantage of powerful contact management and team selling functionality. Your sales channels can collaborate on everything from customer needs assessment to competitive analysis to product specification and quoting requirements, driving higher customer conversion rates, increased profitability, and a lower cost of selling

Features List

Increase profitability via higher ASPs. Improve account penetration through integrated Multichannel selling. Speed user adoption through an interactive user interface. Quickly model complex organizations based on various criteria, leveraging flexible territory management. Provide anytime, anywhere access to customer intelligence, for connected and mobile users.

MOBILE SALES

With PeopleSoft Mobile Sales, you can give your mobile sales representatives access to the data and applications they need whenever and wherever they need them. They can make informed decisions more quickly, win more customers, and close more deals. Empower your sales representatives in the field by giving them access to contacts, leads, opportunities, forecasts, and tasks directly on their laptop or Pocket PC

Features List

Keep up to date on the latest leads and opportunities by synchronizing quickly, reliably, and securely with the corporate database by using Internet standards. Leverage an easy-to-use interface to view all pertinent sales information, allowing them to go deeper into the sales process in a single meeting. Increase sales call effectiveness by minimizing time required for paperwork and information downloads. Efficiently use downtime while on the road to enter call and task information rather than waiting until the end of the day or the week when they are back in the office. Extend collaboration efforts with channel partners by providing them with an application file that is small enough to email and that is easy to install. Keep sales managers informed with up-to-the-minute updates from the field, including forecasts and sales call details

SUPPORT

Collaborate across your enterprise and deliver a positive experience to your customersno matter how and when they contact you. With PeopleSoft Support, your entire support organization has access to real-time customer information, so they can respond quickly to customer needs every time. Ensure that your support processes run smoothly and more profitably and enhance customer value at every interaction

Features List

Provide customers a choice of communication with a Multichannel contact centerweb self service, chat, phone, fax, and email. Generate revenue with additional product and service sales through your contact center with real-time cross- sell recommendations and guided scripting. Improve agent productivity with Quick Codes thatminimize the number of keystrokes required and ensure that common problems are captured and identified using a consistent set of values. Search for solutions through one-click access to the top 10 FAQs, combined with a configurable number of relevant solutions for improved usability. Configure, rather than customize, with case attributes enabling a case to mirror the unique business requirements of each company or partner

HELPDESK

PeopleSoft HelpDesk provides a collaborative framework for streamlining help desk operations. It delivers powerful tools that automate the support of IT systems and facilities to sustain your global enterprise infrastructure smoothly and cost-effectively. When you effectively manage the infrastructure and workforce that helps you to provide products and services to your customers, you gain a competitive edge

Features List

Achieve a 360-degree view of the employee, allowing the agent to quickly and easily determine the correct solution to the employees query or issue. Determine the best resolution to a problem with a robust search engine delivering solutions weighted, ranked, or scored by accuracy. Recognize the most appropriate solution to a case with visual icon identification. Access a central repository of diagnostic tools such as trouble-shooting scripts, problem-solving techniques, and agent-recommended solutions. Manage correspondence to employees or contacts. Shortcut data entry with quick codes that populate the category, specialty type, and details fields, increasing your agents productivity. Receive, classify, route, answer, and respond to customers efficiently with email response management and chat. Leverage self-service to allow workers to create cases and search the knowledge base for efficient problem resolution.

HELPDESK FOR HUMAN RESOURCES

PeopleSoft HelpDesk for Human Resources is a comprehensive workforce support center solution that incorporates functionality to support the entire request to resolve process. HelpDesk for Human Resources gives HR specialists a 360-degree view of every employee's case history and HR data, enabling them to quickly manage and resolve all employee HR issues in real time.

Features List

Unique Service Delivery Solution:

HelpDesk for Human Resources is the only end-to-end service delivery model for Human Capital Management on the market. No other HelpDesk solutions allow direct view and edit accessibility to HR data and applications in real time.

Reduce Costs by Optimizing Human Resources Practices and Solutions:

A single global HelpDesk solution streamlines the entire solution delivery process and allows HR staff to redirect their focus from administrative tasks to strategic business activities

Secure Integration:

Pre-built secure integration between PeopleSoft HRMS and CRM reduces data entry, improves data accuracy, and leverages existing system investments.

360-Degree View:

Provide agents with a quick snapshot of the data most likely required to answer high level questions/cases.

Increase Workforce Productivity:

Agent talents are matched with workforce issues to deliver the right answer in real time, which translates to less down time. When aligned with self-service, problem/case escalations are further reduced.

Enhance Organizational Productivity:

Leverage existing systems and investments; Respond to the workforce as customers.

FIELD SERVICE

Ensure total life-cycle management of service requests for customers, technicians, contact center agents and third-party maintainers with PeopleSoft FieldService. A flexible service-order and dispatch management solution, PeopleSoft FieldService, provides a 360-degree view of your contacts, contracts, parts, time, and expensesguaranteeing everyone in your organization has the information they need to deliver superior service every time

Features List

Manage preventative maintenance programs and automatically generate and schedule service orders, reducing costs associated with maintenance programs. Auto-calculate service-order duration based on entitlements and the service providers predefined service and activity duration times. Define multiple relationships for each customer to better understand their value and maintain a comprehensive, consistent customer history. Log, assign, and track service orders automatically, including required skills, tasks, and configuration updates.Integrate with PeopleSoft Support and create service orders directly from a case. Information on customers, issues, and installed products automatically populates the service order, eliminating redundant data entry. Match staff availability and skill to service requests with seamless integration to PeopleSoft Capital Management. Monitor service performance and profitability with real-time data. Manage parts and inventory. Diagnose complex problems and identify solutions with the PeopleSoft product data model, which gives you complete flexibility to map customer products down to the component level. Readily review, revise, or create customer warranties and agreements directly from a service order.

MOBILE FIELDSERVICE

With PeopleSoft Mobile FieldService, you can equip your service technicians with the critical information they need to be more productive and deliver the best customer service possible while in the field. Lower field service costs, increase accuracy, and improve customer service. Increase your technicians' productivity by giving them everything they need, when they need it, on their laptop or Pocket PC

Features List

Respond effectively to priority calls by viewing and adjusting service appointments while in the field. Enhance customer service by having on-the-spot access to details of the service call, equipment needed, and warranty information. Improve productivity by downloading and updating service order details when they want them by using fast and easy synchronization. Eliminate unnecessary escalations with improved and timely communications between the field and the enterprise. Enable prompt billing of service invoices to improve collection rates. Reduce time-consuming paperwork and minimize errors by updating and closing orders immediately rather than waiting until returning to the office. Efficiently use downtime while on the road by creating and managing time and expenses reports.

ORDER CAPTURE

PeopleSoft Order Capture empowers your sales usersmobile field sales, inside sales, partners, and call-center agentswith the ability to capture orders at any customer touch point, and seamlessly integrate with supply chain and fulfillment systems.

Features List

Leverage a dynamic pricing engine so your sales force can adapt quickly to pricing changes. Drive promotional campaigns with unique pricing and offers. View customer information to offer appropriate products and solutions. Access shipping and payment information and make changes in real time. Convert a quote to an order for efficient processing.

ORDER CAPTURE SELF SERVICE

Empower your customersconsumers, businesses, and brokerswith the ability to place orders and check the status of their orders via the web. With PeopleSoft Order Capture Self Service, your customers get an intuitive user interface that facilitates product selection, configuration, and order entry, and you'll promote customer loyalty, improve customer communications, and reduce costs.

Features List

Specifically designed for sell-side eCommerce, PeopleSoft Order Capture Self Service lets your customers:

Obtain pricing, catalogs, and product selections. Define multiple billing, shipping, and site addresses. Maintain their own registration and login information. Obtain context-sensitive help. Update personal information. Request to be contacted.

QUALITY MANAGEMENT

PeopleSoft Quality Management, a key component of the CRM solution, is a comprehensive system for managing quality processes across your organization. By improving your ability to track and resolve product defects and product enhancement requests, Quality Management helps you to deliver the world-class products and services that are required to acquire and retain profitable customers.

Ensuring product quality is rarely the domain of a single department. Ensuring quality products or services is the combined and collaborative effort of many groups in your organization, including customer support, engineering, sales, product developmentand, of course, quality assurance. Quality Management automates and integrates the key activities that are related to quality assurance.

Features List

Capture feedback about products and services from individuals inside and outside your organization. Track reported defects and product enhancement requests. Automate workflow across multiple departments. Integrate defect tracking with product development and engineering management systems. Support ISO 9000 and SEI/CMM international standards. Take advantage of its integration with PeopleSoft Support and HelpDesk products

MULTICHANNEL INTERACTION

PeopleSoft Multichannel Interactions, delivers both email response management system and chat. With this application your enterprise can address high volumes of incoming structured (such as web forms) and unstructured emails with the ability to classify, route, and respond via universal queuing. Agents can review their queue of inbound emails, access complete customer histories and profiles, open and add attachments to email messages, and provide personalized responses. Operating in real-time, web collaboration, enables customers and customer service representatives to communicate via a two-way text chat, delivering personalized service

Features List

Address high volumes of incoming structured emails , unstructured emails, and chat requests. Route email and chat requests using predetermined business logic, including location, skills, knowledge, customer preference, and customer value, with universal queuing. Provide personalized auto-acknowledgment and auto-responses. View your inbound email queue. Process inbound and outbound attachments. Enable customers and customer service representatives to communicate via two-way text chat. Use automated screen-pops for email or chat requests. Access standard-response templates. Create a case automatically from an inbound email or chat request. Monitor outbound email messages ensuring quality assurance. Maintain a complete history of each email and chat interaction.

ADVISOR

Prevent your customers from abandoning a possible sale when they can't find a solution on their own, and lead them to a more complete solution through unbiased advice. PeopleSoft Advisor helps your customers, sales representatives, and customer service agents achieve both higher average selling prices and lower costs of selling.

Features List

Dynamic and interactive question-and-answer capabilities. Automatic mapping of customer requirements to specific, ranked recommendations for your products or services. Recommendations that combine known facts about customer needs with new facts uncovered through dynamic profiling.

CONFIGURATOR

Dynamically analyze customer needs to recommend, configure, and price your most simple to most complex product and service offerings. PeopleSoft Configurator reduces your time to quote and streamlines sales execution by helping your sales representatives understand customer needs and requirements, and communicate those requirements to the pertinent information systems

Features List

Shorten your sales cycle by empowering your sales channels to configure products and services at the point of sale. Ensure that customers always find the best solution and set of options to their unique requirements. Guide the user through product choices and options interactively. Foster collaboration by enabling multiple users to configure different components of an overall configuration at the same time. Build logic for complex products and pricing flexibility in the fewest steps through a constraint-based engine.